Fonolo

JULY 12, 2022

Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving. One way to ensure high agent engagement is by setting professional development goals for call center agents. How to Make a Call Center Agent Engagement Survey.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87

Call Center Weekly

APRIL 19, 2018

By Maurice Helm I understand from experience the life of a call center representative. However, as part of their professional development, we should encourage them to work with leadership to resolve issues that will strengthen culture. This approach is simply called Employee Engagement Taskforce. They must FIRST have a platform!

Employee engagement 227

Employee engagement Call Center B2C B2B 227

Cisco - Contact Center

APRIL 15, 2024

The search for sustainable technology solutions has become a growing concern for developers. In support of this effort, the Cisco DevNet team is hosting Developer Sustainability Week, an online event… Read more on Cisco Blogs

Technology 90

Technology 90

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Callminer

JUNE 15, 2020

Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.

Best practices 182

Best practices Scripts Call Center 182

Cisco - Contact Center

JANUARY 26, 2024

Those thinking of some winter experiences may find Amsterdam in February to be the ideal trip to scratch that itch. Offering all of the city’s best attractions without the peak summertime crowds, F… Read more on Cisco Blogs

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DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. However, the first step in the process is to enable contact center workers to work from their homes. For this reason, all contact centers, even those with just a few employees, need an effective WAH program supported by the necessary technology and solutions.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Callminer

MARCH 5, 2014

Call center agents are at the heart of your business due to their level of customer interaction. Here’s a look at 3 ways to develop a team of top performers.

Call Center 182

Call Center 182

Contact Center Pipeline

JULY 9, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace.

Contact Center 147

Contact Center Technology Call Center 147

Cyara

OCTOBER 15, 2019

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

Contact Center 52

Contact Center Enterprise Customer Experience Interactive Voice Response 52

SharpenCX

MAY 19, 2020

The Importance of Providing an Employee Development Plan. Think about how this translates in your contact center. According to research out of McKinsey & Company , engaged and satisfied contact center employees are: 8.5x Especially in the contact center. Contact centers are notorious for high turnover rates.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Ansafone

AUGUST 6, 2019

Call center scripts are a central component of employee training and evaluation programs in the contact center industry. However, … The Keys to Developing Dynamic Call Center Scripts Read More ». The post The Keys to Developing Dynamic Call Center Scripts appeared first on Ansafone Contact Centers.

Scripts 48

Scripts Call Center Average Handle Time Call flow 48

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? What are your goals? An Eye for Talent.

Call Center 84

Call Center Coaching Management Contact Center 84

Contact Center Pipeline

JUNE 25, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace.

Contact Center 100

Contact Center Technology Call Center 100

SharpenCX

JUNE 11, 2020

Companies who strategically invest in employee development see 11% higher profit than those who don’t. Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance. Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance.

Call Center 76

Call Center Coaching Contact Center Feedback 76

CCNG

JANUARY 17, 2024

I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice. I had started on the phones myself and knew that Call Centers are still one of the few places you can earn your way up the ladder without having a degree.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

SharpenCX

JUNE 9, 2020

Download Now: Develop your agents and lead a more successful contact center with these 29 tactics and facts. Career pathing and development is vital for employee retention and job satisfaction in any industry. Some 68% of workers say training and development is the most important workplace policy.

Call Center 76

Call Center Contact Center Coaching Employee engagement 76

Outsource Consultants

MAY 30, 2018

Gahagen’s article points out that creating customer intimacy within a contact center is achieved through digital interactions. The goal for customer intimacy in contact centers should be to focus on issue resolution over marketing and selling by providing accurate information at the right time. Be consistent. We can help!

Contact Center 52

Contact Center outsourcing Scripts Consulting 52

Connect First

MAY 12, 2017

Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. That means today’s call center supervisors must be talented mentors, motivators, and managers.

Call Center 40

Call Center Education Call center experience Management 40

CCNG

DECEMBER 20, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The End of Human Interaction in Call Centers? Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible. More on that later.)

Call Center 195

Call Center Chatbots CCNG Technology 195

Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers.

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. This created a fun event for staff and helped develop the fun culture within their organization.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

Inova Solutions

FEBRUARY 3, 2020

Call centers create an abundance of data which can be used to measure performance and track customer satisfaction. These three steps will help you use the real-time data available from your contact center effectively and reach your performance goals. Add new comment.

Call Center 52

Call Center Metrics Contact Center 52

Contact Center Pipeline

JUNE 8, 2021

The world of contact center training is complicated. It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […].

Contact Center 264

Contact Center Entertainment Personalization Call Center 264

TechSee

JULY 28, 2023

Introduction The right-to-repair movement has gained significant momentum in recent years, giving consumers the ability, and resources needed to repair their electronics and devices themselves rather than relying solely on authorized repair centers. This movement aims to promote sustainability, cost-effectiveness, and consumer empowerment.

Self service 206

Self service Customer centricity Technology Customer Support 206

Callminer

JUNE 12, 2019

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Best practices 186

Best practices Scripts Call Center 186

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Contact Center Pipeline

JANUARY 11, 2023

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of.

Chatbots 237

Chatbots Contact Center Technology Analytics 237

Robert Davis

JANUARY 24, 2018

When it comes to contact centers, the opportunities seem to be the same year in and year out. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Contact Center Executive Priorities for 2018 by Jim Rembach – The #1 priority is coaching. Read article (PDF).

Coaching 48

Coaching Contact Center Surveys Consulting 48